Technology Business Services Assistant

Wells Fargo Bank•Shoreview, MN

1d•Hybrid

About The Position

Wells Fargo is seeking a Technology Business Services Assistant (TBSA) as part of our Payment Management Center (PMC) to support critical payment processing operations. This role will be responsible for monitoring key systems and applications, including Payment Management Engine Tool (PME), Payment Image Entry Tracker (PIET), CHITM Dashboard, CoDEX, and various external platforms, to ensure check processing activities and image files are completed accurately and on schedule. The ideal candidate will monitor image and non-MICR payment files for exceptions, execute and monitor forward presentment cash letter process, research, escalate, and assist where required in the resolution of moderately complex operational issues while partnering with internal and external stakeholders through phone, email, and Microsoft Teams. Learn more about the career areas and business divisions at wellsfargojobs.com. In this role, you will: Cover multiple applications simultaneously when required. Support the technology team in providing solutions to the internal partners and external customers for moderately complex technical concerns in their respective functional area. Be responsible for recording inquiries, as well as repair and service requests Track service request status and follow up with the client to ensure client satisfaction Perform moderately complex operational and customer support tasks related to technological issues Receive direction from supervisor and escalate questions and issues to more experienced individuals Interact with immediate team and Technology Business Services functional area on information related to routine tasks and client inquiries Interact with internal and external customers regarding any technical issues in their processes and resolution provided

Requirements

1+ year of Information Technology in support of Business Services experience, or equivalent demonstrated through one or a combination of the following work experience, training, military experience, education.

Nice To Haves

1 year of experience identifying, researching, and escalating system-related issues through to resolution.
3+ years’ experience working in a fast-paced production and/or operations environment.
Knowledge and understanding of check processing operations, image exchange processes, and payment processing systems.
Strong problem-solving and critical-thinking skills.
Strong verbal, written, and interpersonal communication skills.
Strong organizational, multi-tasking, and prioritization skills.
Demonstrated commitment to risk management, regulatory compliance, and customer service excellence.
Ability to perform effectively under pressure while meeting critical deadlines and service level agreements (SLAs).
Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
Ability to work independently with minimal supervision.
Strong attention to detail and commitment to operational accuracy.
Technical skills; Microsoft Office 365 Suite, SharePoint, Online Image Browser (OIB), Payment Image Entry Tracker [PIET], ServiceNow and/or Image Quality Inspection.

Responsibilities

Monitor key systems and applications, including Payment Management Engine Tool (PME), Payment Image Entry Tracker (PIET), CHITM Dashboard, CoDEX, and various external platforms, to ensure check processing activities and image files are completed accurately and on schedule.
Monitor image and non-MICR payment files for exceptions.
Execute and monitor forward presentment cash letter process.
Research, escalate, and assist where required in the resolution of moderately complex operational issues.
Partner with internal and external stakeholders through phone, email, and Microsoft Teams.
Cover multiple applications simultaneously when required.
Support the technology team in providing solutions to the internal partners and external customers for moderately complex technical concerns in their respective functional area.
Be responsible for recording inquiries, as well as repair and service requests.
Track service request status and follow up with the client to ensure client satisfaction.
Perform moderately complex operational and customer support tasks related to technological issues.
Receive direction from supervisor and escalate questions and issues to more experienced individuals.
Interact with immediate team and Technology Business Services functional area on information related to routine tasks and client inquiries.
Interact with internal and external customers regarding any technical issues in their processes and resolution provided.